### Answer Based on the available sources, this appears to be a known issue where calls can get stuck in "ongoing" status even after

end_call=true

is sent [(1) ]() . What's happening: - The call received

call_started

webhook but no

call_ended

webhook was triggered - The call doesn't appear in the call history dashboard despite having a valid call ID - This issue has been reported previously with calls hanging in ongoing status What you can check: 1. Verify the call status using the Get Call API [(2) ]() :

javascript
import Retell from 'retell-sdk';
const client = new Retell({
 apiKey: process.env['RETELL_API_KEY'],
}) ;
const callResponse = await client.call.retrieve('call_1046d2628345ca5149e33288fbf') ;
console.log(callResponse) ;

2. Check your webhook logs - If the call did not connect (like dial failed) , the

call_started

webhook will not be triggered, but

call_ended

and

call_analyzed

webhooks should still trigger [(3) ]() 3. **Review troubleshooting steps**: - Add logging in your websocket code to verify connection [(4) ]() - Add logging in your websocket message code to check if you receive messages from Retell server - Check if your server setup supports WebSocket (some platforms like Vercel serverless functions cannot act as a websocket server) For immediate resolution: Contact Retell support directly through the bug report channel, as this requires backend intervention to recover the call data and trigger the missing webhook [(1) ]() .

​ To learn more, see the sources I considered: [[1] Missing Calls - call_start webhook worked but no call_end webhook - not in call history on dashboard](https://discord.com/channels/1186424376300679209/1316827451556499496) [[2] Get Call](https://docs.retellai.com/api-references/get-call) [[3] Webhook Overview](https://docs.retellai.com/features/webhook-overview) [[4] Troubleshooting Guide](https://docs.retellai.com/integrate-llm/troubleshooting) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

@AI Evy i got the call started but never the call ended!

### Answer Based on the available sources, this is a known issue where calls can get stuck without triggering the

call_ended

webhook [(1) ]() . Understanding webhook behavior: The webhook has a timeout of 10 seconds [(2) ]() . If within 10 seconds no success status (2xx) is received, the webhook will be retried up to 3 times . The webhook will be triggered in order, but is not blocking . For example, if the webhook for

call_started

is not successful, Retell can still trigger the

call_ended

webhook . When the call did not connect (like calls with

dial_failed

,

dial_no_answer

,

dial_busy

disconnection reason) , it will not have its

call_started

webhook triggered . It will still have its

call_ended

and

call_analyzed

webhook triggered . Your situation: Since you received

call_started

but not

call_ended

, this matches the pattern reported in the community where calls disappeared from the dashboard and webhooks were not fired [(1) ]() . In that case, the calls appeared to be hanging in the Retell system . Recommended actions: 1. Check your webhook endpoint - Verify your webhook is returning a 2xx success status within 10 seconds [(2) ]() 2. Retrieve call data via API - Use the Get Call API to check the current status of your call:

javascript
import Retell from 'retell-sdk';
const client = new Retell({
  apiKey: process.env['RETELL_API_KEY'],
}) ;
const callResponse = await client.call.retrieve('call_1046d2628345ca5149e33288fbf') ;
console.log(callResponse) ;

[(3) ]() 3. Contact Retell support - Based on the community discussion, this requires backend intervention to end the hanging call and potentially trigger the missing webhook [(1) ]() . Support can email you the transcript if needed . Note: All calls more than 1 hour are deemed as Retell's problem and will not be charged .

​ To learn more, see the sources I considered: [[1] Missing Calls - call_start webhook worked but no call_end webhook - not in call history on dashboard](https://discord.com/channels/1186424376300679209/1316827451556499496) [[2] Webhook Overview](https://docs.retellai.com/features/webhook-overview) [[3] Get Voice Agent](https://docs.retellai.com/api-references/get-agent) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Based on the available sources, your situation matches a known issue where calls get stuck in "ongoing" status despite exceeding their configured duration limits [(1) ]() . What's happening: Your call has been stuck in "ongoing" status for 12 hours despite having a

max_call_duration_ms

of 10 minutes. The

max_call_duration_ms

setting should force end the call when reached [(2) ]() . The minimum value allowed is 60,000 ms (1 min) , and maximum value allowed is 7,200,000 (2 hours) , with a default of 3,600,000 (1 hour) . Similar reported cases: Multiple users have reported calls getting stuck in ongoing status without triggering the

call_ended

webhook [(1) ]() . In those cases: - Calls appeared as "ongoing" indefinitely - No

call_ended

webhook was fired - Calls were not accessible in normal dashboard history - The issue affected calls using both OpenAI and Anthropic LLMs Immediate actions: 1. Contact Retell support directly - This requires backend intervention to manually end the stuck call and recover the transcript . Based on the community discussion, support can email you the transcript if needed . 2. Note for billing - All calls more than 1 hour are deemed as Retell's problem and will not be charged . For future prevention: While a fix was being developed, the timeline mentioned was approximately one week . However, since this is a backend issue with calls getting stuck in ongoing status, there are no configuration changes you can make to prevent it at the agent level. This is a system-level issue that requires Retell's engineering team to resolve.

​ To learn more, see the sources I considered: [[1] Missing Calls - call_start webhook worked but no call_end webhook - not in call history on dashboard](https://discord.com/channels/1186424376300679209/1316827451556499496) [[2] Get Voice Agent](https://docs.retellai.com/api-references/get-agent) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.